Medix Provides Third-Party RCM Staffing Solution to Clear Backlogs and Meet KPIs

A third-party revenue cycle management (RCM) company serving critical access hospitals faced a mounting crisis. After moving much of its billing work offshore, skill gaps emerged, training timelines quadrupled, and claims backlogs began to swell. Frustrated customers were growing impatient, and with contractual KPIs on the line, the organization risked incurring penalties and losing key accounts. They needed an immediate staffing solution to restore performance, meet service agreements, and maintain client confidence.

About the Client

• Large third-party RCM provider supporting hospitals nationwide, with a focus on rural and critical access facilities.
• Delivers end-to-end RCM solutions leveraging technology to accelerate collections and improve financial performance.

The Challenge

After shifting much of its centralized billing operations offshore, the client faced immediate and costly setbacks. Skill gaps in hospital billing—particularly for critical access facilities—meant offshore teams struggled to keep pace, and training timelines stretched to four times longer than planned. Claims backlogs swelled, client frustration mounted, and contractual service-level agreements were at risk. Some hospital customers required onshore billers by contract, further tightening the window to act. Without rapid intervention, the organization faced potential penalties, missed KPIs, and the loss of key client relationships.

The Solution

The client needed a partner who could act quickly, but also provide flexibility as the project scope evolved. They turned to Medix, a trusted revenue cycle staffing partner with decades of experience delivering specialized talent solutions to healthcare organizations, including RCMs.

The client chose Medix for these reasons:

• Proven agility to source and onboard experienced hospital billers quickly.
• Flexible staffing models tailored to the client’s evolving needs.
• A true collaborative partnership with open communication to align on the most effective project approach.
• Proven network of revenue cycle professionals with critical access hospital billing expertise.

The Results

Medix placed a total of 48 medical billers over the course of 3 months, with an average speed-to-fill of only 16 days, enabling the client to meet all KPIs and reduce backlog.

• Seamless Staffing Execution: The phased staffing model allowed the client to start with 11 medical billers before expanding to more as demand grew, ensuring the right number of resources were in place at every stage of the project without sacrificing candidate quality.
• Improve Performance Metrics: The client cleared all substantial claims backlogs and consistently met all contractual KPIs, preventing potential penalties and preserving client relationships across their critical access hospital accounts.
• Support for Offshore Team Development: By handling immediate billing demands, the onshore Medix team freed up the client’s internal leaders to focus on effectively training and upskilling their offshore staff, ultimately strengthening long-term operational capacity.
• Long-Term Talent Retention: Although the client’s operations are primarily offshore, the quality and performance of Medix’s placements led them to convert almost 20% of the team to full-time roles they didn’t want to lose.

Medix delivers specialized third-party RCM staffing solutions that provide both immediate impact and long-term value. Our nationwide network of revenue cycle professionals and flexible staffing models help organizations meet KPIs, reduce backlogs, and strengthen overall performance. Connect with our team today to learn how we can support your goals.